Using the Right Tone of Voice to Enhance Customer Service

Connie Lansangan Published on July 17, 2018 Last updated on September 5, 2021

Once, during a meeting, my colleagues got into a heated discussion, not because they were on opposing sides, but because they misconstrued the tone each other used.

Emotions inevitably rose, and an argument exploded—one that could’ve been avoided had both parties used friendlier tones.

customer service tone of voice depiction agent speaking to customer over the phone

Customer service is often an incubator for these situations.

As any customer would know, it’s quick to elicit further negative feelings when either party starts sounding angry. I get it; it’s downright frustrating. So many disastrous interactions could’ve been prevented if they’re using the right tone of voice.

Conversations naturally become heated when an aggressive or boastful vibe starts emerging. And customer service managers should be aware of this. Since most interactions with customers take place over a medium—including the phone, email, and social media—enhancing the tone used is essential.

Consider the 7-38-55 rule

During the 1970s, UCLA professor Albert Mehrabian came up with the 7-38-55 formula for effective communication. The idea behind this rule is simple: the words we choose contribute only a small fraction to the total quality of conversations.

male call center rep busy attending to customer call_Open-Access-BPO

Mehrabian broke down communication into three elements and quantified their values:

  • 7% spoken words

  • 38% tone of voice

  • 55% body language

As conversations tend to be complex and dynamic, however, Mehrabian cautioned against overly simplifying the interpretation of his formula.

But what can call centers and their agents learn from this rule? The 7-38-55 principle shares two important insights. Firstly, nonverbal cues play an important role in most communication instances. And lastly, customer service reps must complement their words with the right tone and, as in the case of live video chat support, body language.

Tone and voice

The tone of voice you’re using reflects your emotional state and your attitude. Depending on the situation, your tone can be:

  • humorous and entertaining;

  • empathic and understanding;

  • friendly and conversational;

  • formal but not distant;

  • smart and casual; or

  • informal but not tasteless.

On the other hand, voice refers to the overall personality you’re conveying. It’s an indication of your character rather than your emotions.

What tone should be used for customer service?

customer service tone of voice depiction smiling woman call center agent

Choosing the right tone for customer support must be done on a case-by-case basis, as tone must evolve to meet the needs of the specific customer you’re talking to.

Therefore, agents need to be educated and trained regarding communication techniques. They must be able to gauge the mood and personality of the person they’re talking to and come up with appropriate responses.

It’s not always possible to tell what tone of voice customers would prefer, but consider the following to enhance the quality of conversations.

  • Casual or formal?

    customer service tone of voice thinking call center agent

    A lot of call centers would say they usually adopt a neutral tone. And while it’s the safest choice, it’s not always the best one because it doesn’t consider responses from the customer that require specific tones.

    The downside is that the agent tends to sound uncaring and distant, and customers hate that.

    Generally, it’s better to be casual and friendly whether on the phone, email, or social media.

    According to a study by Software Advice, 65% of customers prefer a casual tone for customer support. Interestingly, this finding is consistent across all ages and genders.
    Hence, no matter who the agent is talking to, it’s safe to assume that they prefer a more conversational beat.

  • Consider the context

    customer service tone of voice smiling support representative in call center agent

    While customers generally prefer a friendly tone, understand that it doesn’t apply to all types of interactions. Each conversation has differing contexts, so your customer service reps must be able to assess the situation and respond in the best way possible.

    For example, during negative situations, customers interpret a casual tone as being insensitive or condescending.

    According to a Salesforce study, 78% of customers prefer a formal attitude when agents have to decline their requests. On the other hand, 35% of customers don’t want agents to be overly formal when granting their wishes.

    Also, consider the customer’s mood. Agents must be careful when talking to frustrated or angry clients. Aside from being extra sensitive and compassionate, they must also use other communication techniques to manage the situation.

  • Use of emoticons and web lingo

    customer service tone of voice using emoji emoticon call center agents

    When communicating over the web, it’s typical to use emoticons, emojis, and Internet lingo like “LOL,” “BRB,” and others.

    However, many customers find these inappropriate for customer support. Thirty-five percent of customers felt that emoticons were too informal, and 26% felt the same about colloquialisms.

    There are instances wherein emoticons and Internet-speak may be used but do so with caution. For instance, customers may expect agents to be formal over live chat than in email. Also, if the customer uses them, it’s usually safe to follow suit.

Nothing can improve the agents’ tone of voice more than observing proper customer service etiquette. Listening attentively to the customer and genuinely showing care can instantly improve the conversation. Managers must remind agents that it also pays to be honest, empathetic, and patient in solving customers’ issues. These actions can improve the customer experience and allow brands and consumers to form a lasting relationship.

Open Access BPO’s customer support experts are trained to provide utmost support in over 30 languages over multiple channels 24/7. Contact us today to make sure your customers are heard and their needs are met.

Read More

Avatar photo
Connie spent most of her early years as a lifestyle and culture blogger before turning quasi-corporate as a feature writer for a magazine. She has since turned full-corporate, covering outsourcing, call center, and customer support news and features for Open Access BPO.
Join us on facebook
Open Access BPO 8 hours ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from 𝗽𝗼𝗼𝗿 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀 and 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘁𝗲𝗮𝗺𝘄𝗼𝗿𝗸, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/3LLT9YJ

----------
For quality #outsourcing frontlined by diligent, skilled #CX experts:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement #CXTraining
Open Access BPO 10 hours ago
As we zero in on tech-savviness and language proficiency as the most desirable qualities among #CallCenter reps, are we overlooking equally critical #CustomerService skills?

These are the 6 of the most underrated #CustomerService skills all #CX agents must have: https://buff.ly/3F1tiIq

----------
We hire, train, and manage for excellence.
Let us show you how our #CSat experts can help your brand skyrocket: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 13 hours ago
Exceptional #CustomerExperience is key to building brand loyalty and driving success.
Adding value takes it to the next level.

But what does that even mean? And what can you do to make it possible?
Find out now: https://buff.ly/46fYT5o

----------
Outsource now to give your customer the best #CX they deserve:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 3 days ago
𝗔𝘁 𝘁𝗵𝗲 𝗵𝗲𝗮𝗿𝘁 𝗼𝗳 𝗲𝘃𝗲𝗿𝘆 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝗮 𝗿𝗲𝗺𝗮𝗿𝗸𝗮𝗯𝗹𝗲 𝘁𝗲𝗮𝗺 𝗹𝗲𝗮𝗱𝗲𝗿 𝘄𝗵𝗼 𝗸𝗻𝗼𝘄𝘀 𝗵𝗼𝘄 𝘁𝗼 𝗶𝗻𝘀𝗽𝗶𝗿𝗲 𝗮𝗻𝗱 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝘁𝗵𝗲𝗶𝗿 𝘁𝗲𝗮𝗺.

This week's #LinkRoundup lists down the ways #CallCenter leadership is instrumental in developing #CustomerSupport that empowers #CX for brands: https://buff.ly/3tfmzbq

• 𝗛𝗼𝘄 𝗚𝗿𝗲𝗮𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗖𝗮𝗻 𝗛𝗲𝗹𝗽 𝗮 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗛𝗮𝘃𝗲 𝗟𝗼𝘆𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀
https://buff.ly/46ssJmB

• 𝗧𝗼𝘂𝗴𝗵 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀 𝗔𝗹𝗹 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗠𝗮𝗸𝗲
https://buff.ly/3PVKHYn

• 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗧𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲𝘀 𝗘𝘃𝗲𝗿𝘆 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗠𝘂𝘀𝘁 𝗔𝗽𝗽𝗹𝘆
https://buff.ly/3ZHL9xO

• 𝟭𝟬 𝗦𝗸𝗶𝗹𝗹𝘀 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗛𝗮𝘃𝗲
https://buff.ly/3ZxxwBf

• 𝗧𝘆𝗽𝗲𝘀 𝗼𝗳 𝗜𝗻𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3PVKHHR

• 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗥𝗲𝗱 𝗙𝗹𝗮𝗴𝘀 𝗧𝗵𝗮𝘁 𝗣𝗼𝗶𝗻𝘁 𝘁𝗼 𝗣𝗼𝗼𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽
https://buff.ly/3ZC4UXt

• 𝗚𝗿𝗼𝗼𝗺𝗶𝗻𝗴 𝗙𝗿𝗼𝗻𝘁𝗹𝗶𝗻𝗲 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗮𝘀 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3Zyx3Pd

----------
Open Access BPO's rigorous recruitment, training, and continuous development ensure that only the best specialists will work and lead your ops.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 3 days ago
Receiving a negative performance review can be challenging, but it doesn't have to signal the end of the road.

Instead, it presents an opportunity for personal and professional growth, allowing you to return even more resilient and determined.

Read our blog post right now: https://buff.ly/469BCSj
And let's explore:
• the importance of recovering from a bad performance review;
• the causes of performance failures; and
• how to determine the best course of action to address these challenges

----------
Contact us today and find out how our 24/7 multichannel services (in over 30 languages) can upgrade your #CustomerExperience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 4 days ago
Knowing what influences customer expectations is the first step to improving your relationship with your customers.

Here are 7 things that can guide you: https://buff.ly/3tfzni4

----------
Cultivate your customer relationships with our smart business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
#CSat #CustomerSupport
Open Access BPO